​Most Lean Daily Management Systems look great during rollout.

Too many of them look good on paper—but fail on the floor.
Whiteboards go up. KPIs get posted. Huddles start.

And yet—nothing changes-

• The floor still runs reactive.
• Problems don’t get solved.
• Leaders still manage by the numbers, not by behavior.
• And frontline teams don’t own the outcomes.

Here’s the hard truth:
A Lean Daily Management System isn’t about tracking activity.
It’s about creating daily habits that align people, solve problems, and build accountability.

The best systems we have helped build share three traits:

1. Visuals that drive decisions — not just data dumps
2. Short, sharp huddles that solve problems at the right level
3. Leaders who coach, not just check

A Lean Daily Management System should do more than measure. It should drive clarity, discipline, and momentum—every single day.
And it should be a system that works for your operations, your people, and your constraints.

If you're building or rebooting daily management and want a system that sticks—this is the work we do.
Through hands-on consulting and practical team training, we help organizations turn their daily routines into a culture shift.

DM me or book a discovery call to learn how we can build a system that actually sticks.

Operational Excellence Case Studies at: https://www.drshrutibhat.com/blog/category/case-studies

Keywords and Tags:
#LeanDailyManagement #OperationalDiscipline #ContinuousImprovement #LeanLeadership #ProblemSolvingCulture #VisualManagement #DailyAccountability #LeadershipSystems #LeanExecution #GembaManagement #LeanManagement #DailyManagement #OperationalExcellence #GembaLeadership #KaizenCulture #LeanTransformation #LeadershipDevelopment #DrShrutiBhat
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Categories:  Operational Excellence | Leadership| Lean

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Operational resilience has become a business imperative—not just for weathering crises but for maintaining long-term agility.

Yet, too many companies still think operational resilience means overspending.
More tech. More headcount. More control layers.
And yet… when disruption hits, they still scramble.

Here’s the truth:
The most resilient companies aren’t the ones that spend the most—they’re the ones that prepare the best.
Resilience isn’t about how much you spend—it's about how well you’re designed to absorb change.

True resilience is about intentional design.
It’s about:

• Aligning strategy with operational reality and identifying failure points before they break,
• Building flexible systems that scale with risk—not react to it,
• Training people and creating a culture that can pivot, not panic.

If you're building resilience into your operations for the next 12–18 months, let’s connect.

We help leadership teams build operational resilience without draining budgets—through strategic consulting, scenario-based training, and pragmatic execution frameworks that actually work!
​
DM me or book a discovery call to explore how we can partner.

Operational Excellence Case Studies at: https://www.drshrutibhat.com/blog/category/case-studies

Keywords and Tags:
#OperationalResilience #LeadershipStrategy #CostEffectiveGrowth #BusinessContinuity #StrategicConsulting #CrisisLeadership #EnterpriseResilience #RiskAndResilience #AgileOperations #ResilienceTraining #RiskManagement #ResilienceConsulting #EnterpriseAgility #ExecutiveTraining #FutureReady #OrganizationalExcellence #DrShrutiBhat​
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Categories:  Operational Excellence | Leadership| Strategy

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Spotlight: Operational Excellence isn't just about efficiency anymore—it's about resilience, agility, and continuous innovation. The game is changing fast, and so should our approach. But is your organization keeping up? Is your business built for the future?

Mid-2025 Reflection:

As we move through the second half of 2025, the definition of Operational Excellence is being redefined. Winning organizations today aren’t just Lean—they're tech-enabled, people-centric, and laser-focused on ‘value creation’.

Here’s what’s shaping the new era of operational leadership:

• AI & Automation: From smart workflows to predictive analytics, intelligent automation is eliminating inefficiencies and enabling faster, data-driven decisions.
• Agility Over Rigidity: Static processes are being replaced by dynamic operations that adapt in real time. Agility isn’t a luxury—it’s a survival skill.
• Sustainability & Ethical Operations: ESG isn’t a checkbox—it’s a strategic imperative. Ethical sourcing, sustainable supply chains, and transparent governance now define operational excellence.
• Employee-Centric Design: The human factor is back at the forefront. Upskilling, empowerment, and a culture of innovation are critical drivers of high-performance operations.
• Next-Gen Continuous Improvement: Though Lean, Kaizen, and similar continuous improvement methodologies remain highly relevant for Operational Excellence (OpEx) in 2025 and beyond—they play a modernized role; now they’re turbocharged with digital tools! The best-run companies are fusing these time-tested continuous improvement principles with AI, real-time data, and empowered teams to drive transformation at scale. In fact, these approaches now serve as foundational mindsets that support agility, innovation, and tech integration rather than standing alone as purely efficiency-driven systems.

The real question:

Is your organization still optimizing for yesterday—or preparing to lead in tomorrow’s landscape?

If you're looking to upskill your teams, kick off Lean R&D, or embed agile operational practices—I’d love to collaborate.

Ready to Future-Proof Your Operations?

Let’s build the roadmap to Operational Excellence, together. I’m actively helping teams turn operational pain points into competitive advantages.

I partner with businesses on custom training programs and transformation initiatives that deliver measurable results. DM me to explore how we can elevate your operational strategy for 2025 and beyond.

Operational Excellence Case Studies at: https://www.drshrutibhat.com/blog/category/case-studies

Keywords and Tags:
#OperationalExcellence #BusinessTransformation #AIinOperations #ESG #Agility #Leadership #Efficiency #ContinuousImprovement #FutureOfWork #Innovation #Sustainability  #SmartOperations #DrShrutiBhat
​​
Categories:  Operational Excellence | Leadership| Continuous Improvement

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Spotlight: Small Changes, Big Impact: How Kaizen Can Elevate Customer Satisfaction
Improving customer satisfaction isn’t just about meeting expectations—it’s about continuously exceeding them. And that’s where Kaizen comes in!

Kaizen, a Japanese methodology rooted in continuous improvement, can transform how businesses enhance product quality, streamline processes, and build customer loyalty. By making small, incremental improvements, companies can see exponential benefits—increased profits, saved costs, and higher customer satisfaction.

Here’s how to use Kaizen to elevate customer experience:

• Identify customer pain points through data and direct feedback.
• Engage cross-functional teams in problem-solving.
• Implement improvements using the PDCA (Plan-Do-Check-Act) cycle.
• Encourage a culture of innovation where employees and customers contribute ideas.
• Leverage Kaizen tools like Value Stream Mapping, Kaizen Boards & Taguchi Loss Function for optimization.

Real-world impact? Companies that have adopted Kaizen report 30% reduction in lead time, 40% fewer defects, and 25% increase in productivity!

Want to make Kaizen work for your organization? Check out my blog post below, on implementing Kaizen for customer satisfaction and learn how to drive sustainable growth. This blogpost delves into the principles of Kaizen, provides an example and a case study of its application in an engineering company (but the learnings can be applied to any industry sector), and offers tips for successful implementation in today's business environment.

Improving customer satisfaction is key for increasing sales. Also, it is a focal point for improving a company's operational excellence.

Several operational excellence methodologies are known to improve customer satisfaction viz. TQM, Lean Six Sigma, Balanced Score Card, Kaizen etc. In this blogpost, I shall touch upon how to improve customer satisfaction using Kaizen.

Background of Kaizen Methodology:
​
Kaizen is a Japanese concept that emphasizes continual improvement. It targets the processes and outcomes of a business to anchor it for long-term success. Although Kaizen is present in Japanese folklore for several decades, it was first applied in the corporate sector post-World War II, to improve manufacturing operations of the Japanese companies. It produced significant results for the Toyota Corporation, which led to the philosophy spreading across the world. Now, Kaizen is used by companies in almost all industry sectors.


Kaizen Principles:

Kaizen involves making small incremental improvements in products, services, processes and culture of a company. These incremental changes done consistently, bring-in exponential benefits such as increased profits, saved costs, higher productivity, sales, customer satisfaction etc.


Kaizen for Increasing Customer Satisfaction:

When considering how to improve customer satisfaction with Kaizen implementation, organizations must begin by recognizing the problem and identifying opportunities for improvement.

To do this, they should engage cross-functional personnel in the problem-solving process. Then test the proposed solution(s) in small groups before spreading them across the entire organization. PDCA (Plan-Do-Check-Act) cycle is usually used for Kaizen implementation. The Kaizen campaign must be supported by the company's top leadership and employees. Any resistance must be resolved via improved motivation, employee engagement, counseling and transparent communication. Employees must be encouraged to voice their concerns and also offer suggestions for improvement.

A Kaizen committee should be formed of five to ten employees. This committee should meet weekly to discuss ideas for continual improvement and to monitor the changes made after implementing them.

Tip: To know more about how to initiate Kaizen at your company check out my book on How to Use Kaizen for Increased Profitability and Organizational Excellence. If yours is a pharmaceutical or a biotech setup, check out this book Kaizen for Pharmaceutical, Medical Device and Biotech Industries.


Example of Initiating Kaizen in an Engineering Company:

Let’s take an example of initiating Kaizen in an engineering company to improve customer satisfaction.
​
Improving customer satisfaction with Kaizen involves continual, incremental changes focused on enhancing product/ service quality and efficiency. By regularly soliciting and incorporating customer feedback, you can identify and address pain points in the customer journey. Additionally, empowering employees to suggest and implement improvements fosters a culture of customer-centric innovation, leading to higher customer (as well as employee) satisfaction levels.

To get started, a Kaizen champion and taskforce must be established. The Kaizen champion will lead the campaign and he/she will report directly to the company's CEO or the management board. 

The taskforce should include the Kaizen champion, a manufacturing engineer, a design engineer, a quality engineer and two people from the marketing & sales function. In some cases, the team should also include business partners, customers and suppliers to ensure success.

Tip: Besides the Kaizen champion, the Kaizen sponsor aka process owner should also hold overall responsibility for the results of the Kaizen event. So, before you implement Kaizen in your company, first make sure your stakeholders are willing to make it happen.

The Kaizen taskforce must review the current state of the business, product mix, customer base, complaint records etc. and identify the opportunities for improvement. Also, Gemba Walks must be done periodically. I have a separate blogpost on Gemba Walks; you may check it out here. Also, checkout my blogpost on Dos and Don'ts of Gemba Walks here.

Once opportunities of improvement for increasing customer satisfaction are identified by the taskforce, a Kaizen implementation strategy must be designed as well as the execution roadmap.

Remember, the principles of Kaizen emphasize the 'value' of continual incremental improvements. By implementing Kaizen into the company's culture, it can be permanent.

Tip: Make sure that new hires are trained in the principles of the Kaizen process. Also do refresher training periodically for current employees, so that the changes are sustained for years to come.

Kaizen-ing runs via Kaizen events.


Conducting Kaizen Events:

During Kaizen events, the Kaizen taskforce must meet and work together with people at grassroot levels from the sales and marketing function to come up with potential solution(s) to the problem(s).

These meetings should be centered around a specific problem such as- an increase in product returns, defective products, delayed deliveries etc. Also, the meetings must be held in a physical location within the company- the Gemba; in Japanese Gemba means the actual workplace.


Utilizing Digital Tools:

Conducting Kaizen events in the Gemba, that is the actual workplace, allows for a direct, in-depth understanding of the processes and problems. It facilitates real-time observation and problem-solving, enhancing the relevance and effectiveness of continual improvement strategies.

However, physical presence isn't always feasible, for instance, the process is worked at multiple locations of the company, participants can't/ don't want to travel frequently etc. In such cases, the Kaizen champion must hold meetings at Gemba, that is the primary location where the proposed process (for improvement) is being worked. People close to the process must be physically present at the meeting and other stakeholders, process owners etc. can join the meeting virtually.

Tip: It is a myth that virtual Kaizen meetings are not effective. Utilizing digital tools like video conferencing, shared digital whiteboards, and real-time data sharing platforms, teams can collaborate, analyze, and brainstorm improvements remotely, maintaining the spirit of Kaizen by adapting to modern, flexible work environments.


Kaizen Tools:

There are over hundred useful tools viz. Value stream map, SIPOC diagram, Spaghetti maps etc. which help in identifying areas of improvement, potential solution(s), implementation, monitoring and sustaining the changes. Also, several change management models are helpful in installing Kaizen smoothly and with minimal disruptions to the business activities. Checkout more about change management models in my video series- Organizational change management.

Moreover, two tools are extremely helpful in Kaizen initiative for increasing customer satisfaction- Kaizen board and Taguchi loss function. 

1. Kaizen board: The Kaizen board is an excellent place to document ideas for improvements. It helps the Kaizen taskforce to track progress, identify issues, and implement solutions in real-time. The board typically displays tasks, goals, and improvements at various stages of completion.
2. Taguchi loss function: This is a graphical representation of how an increase in variation within specification limits leads to an exponential increase in customer dissatisfaction.

Along with the Kaizen board, the taskforce often use a template to stay on track to initiate Kaizen in the organization. Using this method, each member of the team contributes towards improving the customer relationship process.


Case Study:

Initiating Kaizen in the above-referred medium-sized engineering company led to remarkable results in various aspects of their operations.

One notable outcome was streamlining the production processes and increasing inventory turns.

The company focused on continuous improvement by involving employees at all levels to identify inefficiencies and propose solutions. As a result, the company saw a 30% reduction in production lead time and a 25% increase in overall productivity.

Quality control improved significantly, with defect rates dropping by 40%.

Additionally, the Kaizen initiative nurtured a culture of collaboration and innovation, leading to enhanced employee engagement and a motivated workforce. These improvements not only boosted the company’s competitive edge but also resulted in substantial cost-savings, higher customer satisfaction and market share. 


Adapting Kaizen to Today's Business Environment:

In today's rapidly changing business landscape, integrating Kaizen with digital transformation initiatives can significantly enhance productivity as well as customer satisfaction.

Digital tools and platforms have made it easier for teams to collaborate in real-time, share feedback instantly, and implement changes more swiftly and efficiently. Also, utilizing data analytics to identify customer pain points and employing automation to streamline processes can amplify the benefits of Kaizen.

Additionally, fostering a culture of continuous improvement through regular virtual training sessions and collaborative digital platforms ensures that, all employees are aligned with the Kaizen principles, even in a remote or hybrid work environment.

Embracing sustainable practices within the Kaizen framework is yet another way to stay relevant. Customers today are increasingly conscious of environmental and social issues. Implementing eco-friendly processes and demonstrating a commitment to corporate social responsibility can enhance customer satisfaction.
Furthermore, in an era where customer expectations are higher than ever, Kaizen's emphasis on small, incremental improvements can help businesses stay agile and responsive.

By continually refining processes and products based on real-time customer feedback, companies can better meet customer needs, enhance their experiences, and build stronger, more loyal customer relationships. This proactive approach not only boosts customer satisfaction but also gives businesses a competitive edge in an increasingly dynamic market.


Conclusion:
Besides improving the customer relationship process, Kaizen also improves employee engagement and overall mojo in the organization. With the right approach, your organization can benefit from increased employee morale and productivity. ​

If you’re looking for a way to elevate customer satisfaction and operational excellence, Kaizen could be the game-changer your business needs. How is your company implementing continuous improvement? Share your thoughts and experiences in the comments!

Remember, the benefits of Kaizen extend well beyond improved customer satisfaction! 

📢 Looking to start Kaizen in your organization? Let's connect! Feel free to reach out to me here.

​​Related reading:

1. How to cut costs strategically using Kaizen
2. Streamline processes and workflows with Gemba Walk
3. Convert business efficiency with Spaghetti models.
4. Taguchi loss function. ​
5. How to Use Kaizen for Increased Profitability and Organizational Excellence.

​​Follow Shruti on Twitter, YouTube, LinkedIn

​Categories:  Leadership | Kaizen | Voice of customer


Keywords and Tags:
#Kaizen #ContinuousImprovement #CustomerExperience #LeanMethodology #BusinessStrategy #ProcessImprovement #EmployeeEngagement #DigitalTransformation #Sustainability #CustomerSatisfaction #ContinualImprovement #OperationalExcellence #PDCACycle #Gembawalks #KaizenEvents #CrossFunctionalTeams #DigitalTransformation #SustainablePractices #Taguchilossfunction  #kaizenchampioncertification   #BusinessGrowth #Leadership #Innovation #QualityManagement #CustomerExperience

Effective communication is one of the key elements to bring about and sustain organizational operational excellence. 

Therefore, aligning change communication with customer service standards fundamentally must ensure that any changes in products, services or policies are timely and clearly communicated to the customers. Also, the communication must be empathic.

This can be achieved by integrating the customer service principles into the change communication strategy. For example, banks send text messages to customers cautioning them to protect themselves from phishing scams, frauds or proactively update customers about a maturing fixed deposit that needs to be renewed in time (so as not to lose the interest). This demonstrates respect for the customers, which then boosts customer satisfaction and loyalty.

However, it is imperative that the communication is clear, concise, and jargon-free to ensure that customers get the messages well. Additionally, the communication must be two-ways, meaning, there should be a feedback thread which the customers can use to ask questions, voice concerns etc. You may like to checkout my blogpost on strategic communication plan.

This approach not only supports high customer service standards but also facilitates cementing trust and maintaining a positive relationship with customers while leading organizational changes. Checkout important information about organizational change management here.

Related Reading:​

1. Up to speed with workflow- How to choose business process improvement methodology for your organization and measure the positive change. 
2. How to cut costs strategically using Kaizen
3. Streamline processes and workflows with Gemba Walk.
4. Top Ten Strategic Decision-Making Tools for Operational Excellence

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Categories:  Strategy | Operations | Leadership

Keywords and Tags:
#operationalexcellence  #strategicplanning #strategymanagement #communicationplan #businesscomunication #managingchange  #customerengagement #processimprovement #creatingacultureoftransparentcommunication #customerservice #customersatisfaction

How to solve issues like improving team members performance who are not meeting quality standards is a question I often get asked during my training workshops. And my response is-

Team development and performance is a critical aspect of improving operational excellence. Therefore, if such an issue exists at your workplace it must never be ignored, rather it must be dealt-with in a structured way.

Emotional Intelligence:
High level of emotional intelligence besides leadership skill is essential to solve issues like improving team members performance who aren't meeting quality standards. Also, consider obtaining a peer feedback prior and analyze complaints if any.

Solving such an issue must be done in a structured way after interacting with the team member and understanding his/her perspectives, concerns, and challenges.

Exactly pinpoint areas of improvement:
So, set out with a performance review by reviewing the team member’s work and identifying specific performance issues so there’s clarity in gaps between current performance and expected standards. Explain at length what quality standards are required and exactly pinpoint areas where improvements are desired.

Also, it is important that the team member understands what the quality standards are, why are they crucial, how are the quality standards linked to the organization’s goals and what they mean for the survival and growth of the business. Hence, if needed recommend him/ her for appropriate quality training program. This could be a course, on-the-job training, mentoring etc. But make sure that the training is customized to the individual’s needs as different team members might struggle with different quality standards aspect within their role.

Performance improvement plan:
Next, agree on a performance improvement plan for that team member, which must outline the improvement goals, timelines, steps needed to achieve them, progress monitoring systems and performance reassessment schedule. Make adjustments as needed. Remember that the learning/improvement journey is an evolving process. Sometimes learning happens faster than expected and at other times people can struggle. Hence, keep the performance improvement plan malleable, so the team member benefits the most and help or support is provided to him/ her as and when they need.

Foster collaboration at workplace:
Also, foster an environment of positivity, employee engagement and collaboration at your workplace. Encourage peer support so employees can learn from each other. In my journey as an operational excellence leader, I’ve witnessed that shared learning exhibited quicker understanding of the concepts being taught in the targeted training programs.

As a team lead, it is important to realize that you may have to make a tough call if there’s no improvement despite all efforts. Continuously under performing team members can be disastrous not only to the team’s momentum but also to the business’s survival and growth. Hence, team members who constantly under perform may need to be reassigned or let go for the overall well-being of the company. But this step must be a last resort after all other avenues have been exhausted.

Note that, words of encouragement, recognition from the team leaders are a big morale booster for employees. So, celebrate even small wins enroute the team member’s improvement journey!

Related Reading:​

1. Top Ten Strategic Decision-Making Tools for Operational Excellence
2. How to overcome challenges of creating effective work teams.
3. Popular Continuous Improvement Workshops & Webinars for Manufacturing Industries
4. Leading process improvement with Emotional Intelligence.
5. Popular Continuous Improvement Tools.

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Categories:   HR Development | Operations | Leadership

Keywords and Tags:
#DrShrutiBhat #ProcessImprovement #ProcessExcellence  #ContinuousImprovement #OperationalExcellence #EmployeeDevelopment #Leadership

Critical Thinking: A vital skill for leading in the new normal
 
In the field of leadership and business management, critical thinking is a critical skill to possess. Developing this skill involves asking and challenging assumptions. Critical thinking helps us to make good decisions, improves our overall performance and the business’s operational excellence & profitability. It is especially important in today's business environment, where people are constantly making decisions and are often under pressure to make them quickly.
 
Benefits of critical thinking in leadership and business management
 
Developing critical thinking skills helps leaders analyze their decision-making processes and adopt alternative approaches to address problems. These skills can help a company succeed in the "new normal" of business. While classic leadership strategies remain relevant, they will no longer be sufficient in the face of the challenges of a changing business environment. Instead, today's leaders must learn to think and act differently in order to stay competitive.

• Leading through the new normal.
• Transforming businesses in the new normal.

 
Critical thinking can also help employees improve their creative thinking skills. Getting creative often involves pushing conventions and taking risks. Applying a critical approach can help mitigate risks and make creative ideas more useful in the long run. Critical thinking can also help teams reinvent old processes. Moreover, it enhances teamwork and problem-solving skills. It also distinguishes valuable employees in a company.
 
Critical thinking can also improve emotional intelligence. It helps team members avoid making emotional decisions. It encourages team members to analyze the situation before making any decision. It also helps them weigh the ethical implications of a decision. As a result, they are more likely to come up with creative solutions and ask open-ended questions.
 
Critical thinking is crucial for effective leadership. It helps leaders identify the right decisions, while also understanding the impact of decisions on the overall organization. It also helps them to align themselves with organizational goals and be accountable for their actions.
 
Developing critical thinking skills
 
Questioning is an essential part of critical thinking, as it enables you to evaluate the information that you have. It requires that you continually assess what is relevant and give weight to the most relevant information. This skill can be learned through observation. For instance, you can observe your co-workers during a staff meeting or simply observe everyone and everything around you while waiting at any airport, train station or an out patient department etc.
 
When questioning, it is imperative to keep the questioning simple and direct. The question should not be too complicated, and it should focus on identifying relationships and principles. It should not be too general or ambiguous because it can lead to long discussions. It is also important to remember that answering a question in a critical way helps you get accurate answers. Remember that the main goal of critical thinking is to identify and evaluate existing knowledge, and to recognize where improvements can be made to a situation.
 
A critical thinker will be able to analyze information and make accurate decisions. By establishing significance, they will be able to weigh the validity of different data sources. This is important because not all information is equally relevant. Critical thinkers will often challenge assumptions and consider what the underlying motivation of a particular piece of information is.
 
The ability to question is an important trait for leaders and business managers. Good critical thinkers are able to recognize the strengths and weaknesses of a situation and will ask themselves if their current beliefs will have a positive or negative effect. They will be able to motivate their team members and move them to take action through the use of solid arguments and reasons. As a result, critical thinkers are able to deliver a better performance and offer organizations a distinct advantage over their competition.
 
Lack of critical thinking in leadership and business management
 
A recent study identified the need for critical thinking in leaders, with three-quarters of executives predicting that this skill will increase in importance in the near future. Key reasons for this increase include the speed of change in the business landscape, globalization, and increased competitiveness. Leaders must be able to demonstrate that they are capable of using their critical thinking skills to solve complex business problems.
 
Lack of critical thinking can result in bad decisions, repeated mistakes, and bad assumptions. A leader without these skills can be an unproductive leader and a disaster for the business. A critical thinker is able to identify what the wrong decision is and how to correct it. They can also use a critical lens to identify opportunities that may be overlooked by other people.
 
The skills of critical thinking can help professionals improve their decision-making skills and make them more confident and efficient. In short, critical thinking helps to uncover alternatives and create new ways of approaching a problem based on accurate data. Without critical thinking, a person can't make effective decisions. Developing these skills is crucial to the success of a business.
 
Critical thinking requires the creation of a plan to implement a solution. This plan must identify who will implement the solution and how it will be executed. The plan must be flexible enough to adapt to new information. It should also be able to adapt to changes as needed, while keeping the ultimate goal in mind.

You may checkout more about how critical thinking helps in improving organizational excellence in my popular book Leading process improvements with critical thinking.


​Related Reading:​

1. How to cut costs strategically using Kaizen
2. Streamline processes and workflows with Gemba Walk.
3. Top Ten Strategic Decision-Making Tools for Operational Excellence
4. Leading process improvements with emotional intelligence.

Follow Shruti on Twitter, YouTube, LinkedIn

Categories:  Strategy | Operations | Leadership

Keywords and Tags:
#criticalthinking #leadershipinnenormal #identifyingbusinessopportunities #leadership #businessmanagement #criticalthinkers #criticalthinkingleaders #processimprovement #operationalexcellence